1.1 Chapter Objectives

• Apply classic business-management strategies to system management

• Define service-level objectives and their importance

• Focus on an overall approach to effective system management

1.2 Introduction

The term system manager (or system administrator) is ambiguous. What exactly does a system manager do? What or whom does a system manager manage? Is the position technical or managerial? Frequently, job descriptions for this position lack or avoid these details, and the default expectation of the position is to do whatever is necessary to keep systems running.

To accomplish this, system managers generally perform tasks such as configuring new hardware, upgrading software, managing system-startup procedures, tracking software licenses, configuring print and batch queues, managing user accounts, monitoring disk space, ensuring regular system backups, monitoring system security, and maintaining system performance. Although these tasks require technical skills, applying them to the objectives of an organization is more of a managerial task. Thus, the optimal system manager is a composite technician and manager (that is, a technomanager.) Achieving this standing requires the following nontechnical skills:

• Objective-based management

• Good communication

• Logical troubleshooting

1.3 Objective-Based Management

Users complain that systems run slowly or are down frequently, and management insists that you are spending too much money. This leaves you caught in the middle you have to placate frustrated users with contracting resources.

Peter Drucker, the classic management scientist, frequently wrote about management by objective. This strategy is based on the idea that you can only operate effectively when you understand business objectives and...